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Contact Centre Training

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For many people, the term Contact Center relates to sales calls and telemarketers, but a contact centre can provide customer support, information technology support, and much more.  The key to offering great customer experience is in the training.   A well-trained contact centre employee can be the difference between gaining more customers and losing them.  Customers want a well-educated agent when they contact a business.  They want to know that the person answering their questions knows what they are talking about.  Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

With our “Contact Center Training” workshop, your participants will discover the basic elements of being an effective employee of a contact centre. 

 

Workshop Objectives: 

  • How to get management involved in training.
  • Why peer training works.
  • Manners are important.
  • How to build rapport with the callers.
  • How to deal with difficult customers.

Module One: Getting Started

Module Two: It Starts at the Top

Module Three: Peer Training

Module Four: How to Build Rapport

Module Five: Learn to Listen

Module Six: Manners Matter – Etiquette & Customer Service (I) 

Module Seven: Manners Matter – Etiquette & Customer Service (II) 

Module Eight: Handling Difficult Customers

Module Nine: Getting the Necessary Information

Module Ten: Performance Evaluations

Module Eleven: Training Doesn’t Stop

Module Twelve: Wrapping Up

₦ 35,000